NJ - Technical Support Analyst

Job Summary The goal of the IT Support Team is to provide 24‑hour email and phone support coverage, along with onsite support between 6:00 AM and 9:00 PM. The candidate’s primary responsibility is to support Radwell’s end users and ensure smooth day‑to‑day operations. Essential Duties and Responsibilities Answer and resolve Help Desk calls in a timely and professional manner. Maintain accurate, timely logs of all calls and tasks using the ticketing system. Document user requests for feature changes or enhancements to existing systems. Process the receiving, logging, and deployment of IT assets; provide reports and updates to the asset log as needed. Provide desk‑side installation and application support for users; provision and removal of users in coordination with Human Resources requests. Train end‑users in the use of Radwell business applications, Windows, and Microsoft Office. Develop a working knowledge of Radwell International operational functions (sales order processing, purchasing, inventory management, shipping, and accounting) and the related software interactions. Provide consistent, professional, and exceptional customer service to all end‑users. Other tasks and duties as assigned. Metrics IT Support metrics include, but are not limited to, SLA compliance, calls answered, support tasks completed, projects completed, and certifications attained (measured annually). Specific metrics and goals will be outlined in quarterly reviews. Supervisory Responsibilities Not applicable. This position has no direct reports. Qualifications Windows Client Operating Systems Windows PC Hardware Printer Configuration Microsoft Office Epicor Prophet 21 (a plus) Knowledge & Skills Required Ability to multi‑task Ability to work in a fast‑paced environment Strong attention to detail Problem‑solving abilities and root cause identification Strong written and verbal communication skills Ability to work effectively with little or no supervision Excellent interpersonal and customer‑service skills Education & Experience High School Diploma or equivalent (preferred) Associate’s in Information Systems or Certificate from Technical School (preferred) Certificates, Licenses, Registrations A+, Network+, Security+ (a plus) Physical Demands Frequent reaching, working overhead, stooping, kneeling, crouching, and/or crawling Frequent walking Lifting requirements include occasional lifting of up to 25 pounds and frequent lifting of up to 10 pounds. Bonus/Commission Plan N/A Employee Evaluation Summary Mentor Program – Effective for the first four weeks of employment; mentor provides general training and introduction to policies and procedures. Introductory Review – Written at approximately 90 days after employment to determine whether employment will continue. Quarterly Reviews – Brief written review, primarily focused on quantitative performance and activity measurement. Annual Reviews – Incorporate quarterly reviews, attendance, job knowledge, overall performance, and dependability. Work Schedule This is an hourly position. The schedule is an 8‑hour shift between 6:00 AM and 9:00 PM, Monday through Friday, with one hour for lunch. Occasionally, a Saturday shift may be required. Flexible availability is necessary. Travel between buildings and sites may be required. Employee is expected to report to work on time and adhere to time‑off policies. Work Environment The environment is a typical office setting. Dress attire is casual but professional; all employees are required to wear “Radwear” (shirt with company logo) at all times. Radwell ID Badge / Access Card and closed‑toe hard‑sole shoes must be worn at all times. Radwell Safety policies must be adhered to at all times. Salary Range $26.50 /hr – $34.00 /hr #J-18808-Ljbffr Radwell International